The cost per ticket KPI is essential for identifying how much is being spent per issue handled.
This KPI helps in pinpointing inefficiencies in the support process and areas where resources may be optimized without compromising service quality.
Option A is incorrect because while average handle time provides efficiency insights, it does not directly relate to cost management.
Option B is incorrect as the total number of tickets does not provide direct insights into cost efficiency or areas for cost reduction.
Option C is incorrect because the escalation ratio focuses more on the quality or complexity of service rather than cost efficiency.

Correct Answer. B. Shred documents containing PII before disposal to prevent data recovery Shredding documents is a secure method to ensure that PII cannot be reconstructed or retrieved from discarded materials, complying with data protection standards.
Option A is incorrect because regular waste disposal does not protect against unauthorized recovery of sensitive information.
Option C is incorrect because indefinite storage can lead to unnecessary risks and clutter; documents should be securely disposed of when no longer needed.
Option D is incorrect because data protection is a responsibility of all staff, especially those handling sensitive information; delegating such tasks without proper protocols may lead to compliance issues.

Correct Answer. B. Standard three-prong power cable Most modern desktop computers require a standard three-prong power cable, also known as a C13/C14 coupler. This cable is suitable for connecting the desktop to an AC power source, providing a grounded and safe power connection necessary for the higher power requirements of newer desktop models.
Option A is incorrect because two-prong power cables typically do not provide grounding, which is essential for the safety and proper operation of desktop computers.
Option C is incorrect because USB power cables are not capable of delivering the required voltage and current for desktop computers.
Option D is incorrect because desktop computers do not use proprietary adapters similar to those used for laptops; they generally use standardized cables.

Correct Answer. C. Check if the USB port is functioning by connecting another device Verifying the functionality of the USB port by using another device is a quick and effective way to determine if the problem lies with the port or the webcam itself.
Option A is incorrect. Operating system updates are important, but not the first step when a device is not recognized.
Option B is incorrect. While USB 3.0 ports offer better performance, USB webcams generally work across USB versions unless specified.
Option D is incorrect. Firmware updates require the device to be recognized by the computer, which is not the case here.

Correct Answer. A. Ensure both the technician and the user are using the latest version of TeamViewer Ensuring that both parties are using the latest version of TeamViewer is essential for maintaining security, as updates often include patches for vulnerabilities that could be exploited during a remote session.
Option B is incorrect as sharing passwords over the phone can be insecure and violates basic security protocols.
Option C is incorrect because allowing full control by default can expose critical systems and data to unnecessary risks.
Option D is incorrect because using the same session ID repeatedly can compromise security, especially if the ID becomes known to unauthorized parties.